YC605 | Technical Support Representative

HBX Group; Málaga; A distancia; EUR 25.000 - 35.000; Jornada completa

Descripción de la vacante

A technology solutions company for hotels is seeking a Technical Support Specialist in Málaga. You will manage incidents and provide technical support to clients, ensuring swift resolutions and contributing to service improvements. Ideal candidates have experience in technical support or IT, and possess strong analytical and communication skills in both Spanish and English. This role offers flexibility and opportunities for continuous training.

Servicios

Continuous training

Flexibility

Professional development plan

Formación

• Previous experience in technical support, IT customer service, or SaaS environments.
• Intermediate to high level of Spanish and English (spoken and written).
• Ability to deliver structured technical diagnoses for functional or communication errors.

Responsabilidades

• Manage tickets and incidents using Zendesk.
• Analyze technical issues by reading logs and error messages.
• Provide clear first-level technical diagnoses.

Conocimientos

Analytical skills

Empathy

Excellent written communication

Multitasking ability

Goal orientation

Herramientas

Zendesk

Kibana

Postman

JIRA

HTML (basic/intermediate)

Descripción del empleo

Who are we? At Civitfun, we develop technological solutions that digitalize and automate key processes in the hotel sector. Our flagship product, the Online Check-in, enables hotels to offer a fast, contactless, and personalized experience to their guests.

We collaborate with hotels around the world, and our commitment is to provide specialized, effective technical support that aligns with the quality of our products. What will you do in this role? As a Technical Support Specialist in the Customer Success department, you won’t just be responsible for solving technical and functional incidents from our clients—you’ll also play a key role in the continuous improvement of our technical support model.





We are looking for someone with analytical skills, goal orientation, and a commitment to excellence who can help us significantly reduce resolution times and strengthen Civitfun’s reputation for fast, clear, and effective technical support.

You will handle requests from receptionists, hotel managers, and IT teams, conducting thorough analyses to provide well-grounded diagnostics, with clear and empathetic communication. While you won’t be developing or managing integrations, you’ll need to understand the interactions between PMS and our services to detect basic errors and contribute to their resolution.

Key Responsibilities: Manage tickets and incidents using Zendesk, ensuring efficient, clear, and well-documented follow-up. Analyze technical issues by reading logs and error messages, identifying common patterns or basic failures. Use Kibana to analyze system behavior via the Dashboard and Discover panels. Use Postman to consult responses and log traces for potential technical errors. Detect failure points in calls between the PMS and our tools, and provide a solid initial technical diagnosis.



Perform a clear first-level technical diagnosis to support resolution or escalation to the development team via JIRA, precisely documenting findings. Review and adapt configurations involving HTML structures within our tools when necessary. Guide and support clients in technical processes related to the operation and correct use of our solutions. Ensure that the workflows of our products (Online Check-in, Police Report, Guestlink, etc.) function as expected. Collaborate to improve the quality, stability, and efficiency of our support.

What profile are we looking for? Previous experience in: technical support, IT customer service, or SaaS environments. Essential technical knowledge: HTML (basic/intermediate) JSON (structure and validation) Reading and interpreting logs and API errors Tools: Kibana (Dashboard and Discover), Postman,



Zendesk, JIRA, Microsoft environment, Google Drive Ability to deliver clear, structured technical diagnoses for functional or communication errors between systems Excellent written communication, empathy, and the ability to translate technical concepts for non-technical users Multitasking ability in a dynamic, demanding environment focused on results and goal achievement Adaptable profile, open to frequent changes and constant evolution of processes, workflows, and priorities Valued experience or knowledge in PMS such as: Opera Cloud, OHIP, Noray, Winhotel, Timón Hotel, QuoHotel Intermediate to high level of Spanish and English (spoken and written)

What do we offer? Join a technical and multidisciplinary team in a growing company Continuous training on internal tools, technical workflows,



and products Opportunity to work with international clients and resolve high-impact real cases Collaborative, dynamic environment with a focus on continuous improvement (Applicable benefits: remote work, flexibility, professional development plan, etc.)

Are you passionate about technical support and hotel technology? Join Civitfun and help us become one of the most highly rated technical support teams in the industry.

El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo.es/empleo/217749451/yc605-technical-support-representative-malaga/?utm_source=html